REA’s Enterprise Technology Services team sent a delegation on a trip to the US recently to engage with other internal IT Support teams. We swapped notes and benchmarked ourselves against some of the best in the business (think Box.com, Zendesk, Okta, et al). We learned plenty about ourselves and certainly one thing which we are not is a help desk. I published the following blog internally at REA to contextualise and articulate to the business who we are, what we do and where we are going—and we why aren’t a help desk! Enjoy the read. Continue reading
Introducing the latest addition to the Technology Services team – The Walkupinator – a device which simplifies the way we log our tickets from people just dropping by.
The Technology Services team at REA Group is extremely proud of the walk up service we provide to our staff, however logging tickets for our walk ups has become problematic.
After a busy morning on the service desk in the Innovation Hub it’s often hard to recall who we’ve assisted or what the issue was. With over 550 people at REA HQ, things get busy. To solve an issue that has consistently plagued our team, I’ve created a system that utilises existing technology to allow users to simply swipe a card to log a ticket. This system, which we’ve named “The Walkupinator” can save the person manning the service desk up to an hour a day, as well as saving time for our internal colleagues – or as we like to think of them, our customers.